Telemarketing 6: GETTING COMMITMENT

28. This is not the major event or even the big part in a telemarketing sales call. It’s just the natural, logical, progression of a professional sales process. But you still got to ask. Commitment must be gained on every contact in order to move the process forward. You don’t ask, you don’t get. If there is to be a follow-up contact, if information is to be sent or faxed, there must be commitment on behalf of the prospect regarding that material.

29. Ask large. Think big. Buyers will often move down from a large recommendation, but they rarely move up from a small one. If you ask for the biggest widget the largest dodger you have, ya they might say no but then you can go down. If you present the smallest you can there is only one place you can to. Nowhere. By asking for the biggest you will increase your average order size. That’s a fact not a myth. Never suggest more than is in the best interest of the customer, but not making a large enough suggestion when appropriate is actually hurting the customer.

30. When in doubt, ask. Do you have a foot-dragger in your follow-up file that is perched squarely on the fence? I have some of those too so don’t be ashamed. Ask for a decision! Get some movement. Get them sold or get them out of your list. A “no” today is better than one six months and 15 additional calls from now. Move them forward, or move them out.

31. If you’re going to schedule a follow up call, get a commitment of some type. Why would you ever bother to call back? If they won’t commit to doing anything– a review your literature with you, a survey of their existing inventory, etc.-they likely have no interest. Don’t waste your or their time. It might just be time to say: NEXT!

Larson Notes & Satire:  Without a commitment to taking the next step in the sales process you have nothing. It is easy to say no over the phone and sometimes asking for an email or send your “kit” over is just that saying no without having to say no. For whatever reason people don’t or many people don’t know how to say know so help them, you are doing them a real favor to get them off the fence. Really really!

If you feel this is the kind of phone selling you want, go on and pick up the phone and heir us. One call to 847-991-1294. We make the calls so you don’t have to.

Our Next Blog: ADDRESSING RESISTANCE (Objections)

Howard Larson
Larson & Associates
Target Marketing & Telesales Professionals for new account acquisition
Making good businesses great and great businesses even better
847-991-1294
howard@larsonassociates.ws
http://www.larsonassociates.ws
http://larsonassociates.blogspot.com
http://www.facebook.com/LarsonAndAssociatesFans
http://www.linkedin.com/in/larsonassociates

https://twitter.com/LarsonAssociate

P.S. We make telesales for small business affordable by offering programs down to only 15 hours a week. Maybe you could add telesales into your marketing mix call today and find out.

Telemarketing 5: SALES RECOMMENDATIONS

SALES RECOMMENDATIONS

25. You should only talk about your product/service after knowing specifically how it will solve the problem or meet their need. Remember it’s about them, not you. If you cannot solve their problem or make things better for them, don’t sell them. Be real and be truthful. Only then you can tailor your remarks specifically and personally for the prospect.

26. Get and stay off script. You need to get feedback during your discussion of benefits and you can’t do that reading a script. “Do you feel that would work for you?”. “How do you feel that would solve your problem?” Some telemarketing companies or tele-trainers might tell you that gives the prospect an opportunity to tell you “no.” Exactly! And that’s a good thing. If there’s a problem, and they don’t see enough value in what you’ve presented, now is the time to find out. The sooner the better!

27. Avoid the question, “Anything else?” when attempting to upsell. I mean how dumb is that question? If there is anything else, your the “pro” so you make the suggestions as to what if anything else they might need. Just like when a store clerk asks is their anything else you need, the answer is usually, “No.” So be the telesales person and instead, give them a suggestion, a suggestion that makes positive sense, and help them answer it. For example, after they agree to buy an item, or a service, say, “Many of our customers who get _____ from us, also find that ____ is also very beneficial for them to get even greater use.

Larson Notes & Satire:  We are out there not just trying to make a living with the best product or service we can provide a client but we are trying to make their life better. I truly believe that. I will never force a bad or wrong product on a client or prospect to make a sale.

If you feel this is the kind of phone selling you want, go on an pick up the phone and heir us. One call to 847-991-1294. We make the calls so you don’t have to.

Our Next Blog: GETTING COMMITMENT (Closing)

Howard Larson
Larson & Associates
Target Marketing & Telesales Professionals for new account acquisition
Making good businesses great and great businesses even better
847-991-1294
howard@larsonassociates.ws
http://www.larsonassociates.ws
http://larsonassociates.blogspot.com
http://www.facebook.com/LarsonAndAssociatesFans
http://www.linkedin.com/in/larsonassociates

https://twitter.com/LarsonAssociate

P.S. We make telesales for small business affordable by offering programs down to only 15 hours a week. Maybe you could add telesales into your marketing mix call today and find out.

Telemarketing 4: EFFECTIVE QUESTIONING

13. Become a doctor. Sit down and study the patient and gather all pertinent information before you give your prescription. How could you make an effective presentation to the prospects needs in any other way?

14. Don’t use a “benefit list” to present from. Like who the heck cares? Instead, use it to create the questions you to determine if those “benefits” are of any value to your prospects and customers. Some “benefits” could actually be liabilities.

15. Avoid asking go-nowhere questions. You know things like, “Is everything going OK?”, “What are your needs?”, “Are you having any problems now?”, “How’s service?”, and, “What are you looking for in a vendor?” I mean come on how lame are these and where do they take you? All it really does is force the person to think too much. Instead, get them emotionally involved in seeing and feeling the pain of not buying or joy of fixing the problem that can be solved with your product/service. For example, “What do you do when you need parts shipped overnight, but are unable to get them?”

16. Ask one question at a time. That’s how many they’ll answer at a time and the answer you are given might give you insight to the next one you should be asking.

17. After asking, be quiet. Yes, shut up. The first one who opens their mouth looses. Resist the urge to jump in and talk if they don’t answer immediately. Don’t be intimidated by silence use it as your ally. They’re likely thinking about what they’re going to say. Let them sweat it out!

18. After they’ve finished, count to two (silently, of course). This gives you the necessary time to process what they have said and ensures they’re done talking. They might not be and you get an added bonus that they might continue with even better information than what they have said.

19. Be confident. One reason sales reps ramble with questions is that they’re not prepared or confident. Prepare your questions. Think it though and visualize the process like a professional athletic does before they compete.

20. Always know where you are going with answers, regardless of the answer. Stay in control.

21. Follow up their answers with solid related questions. Too often sales reps work from a rigid list of questions, and lose the opportunity to pick up on prospect statements which are just the tip of the iceberg of their real feelings. Get off script! For example, if a prospect said, “I believe the main reason production isn’t higher is a lack of motivation. The best move is to follow up with, “I see. What specific signs of poor motivation have you been seeing?”, or, simply, “Tell me more.” Or if your Canadian “A?”

22. Quantify the problem if possible. “How often does that happen here?” “How much do you think that is costing you?” “How much time does that take?”

23. Resist the tendency to present. Some sales reps get so excited when they hear the slightest hint of an opportunity that they turn on the spigot of benefits. You don’t need to be using the “Always Be Selling” mentality. Hold off, get a few more questions in, and cement your solution. Create an even better description of the benefits you bring that are tailored exactly to what they’re interested in, you will make the sale.

24. Shut up and listen. Learn more about their decision-making process. There could be many behind-the-scenes influences on the decision. Ask about the actual users of your products/services, anyone else who could influence it, who has to sign off on the decision or OK who appropriates the money, and who are the people who would rather not see it happen.

Larson Notes & Satire:  A closed mouth gathers no foot. I have seem more sales reps talk themselves out of a sale than talk themselves into one. Ask and be quiet. As Hank Trisler once said: “First one who talks, looses.”

Our Next Blog: SALES RECOMMENDATIONS

If all this sounds over the top too difficult call me at 847-991-1294. We make the calls so you don’t have to.

Howard Larson
Larson & Associates
Target Marketing & Telesales Professionals for new account acquisition
Making good businesses great and great businesses even better
847-991-1294
howard@larsonassociates.ws
http://www.larsonassociates.ws
http://larsonassociates.blogspot.com
http://www.facebook.com/LarsonAndAssociatesFans
http://www.linkedin.com/in/larsonassociates

https://twitter.com/LarsonAssociate

P.S. We make telesales for small business affordable by offering programs down to only 15 hours a week. Maybe you could add telesales into your marketing mix call today and find out.

Telemarketing: INTEREST-CREATING OPENING STATEMENTS

8. The objective of your telemarketing opening is to establish some kind of curiosity and interest in 15 to 20 seconds so that the prospect will be willing give you more time. Basically you need to tune into their personal radio station WII-FM “What’s in it for me? Find their pain or the pleasure and you can keep going.

9. Now don’t ever get dumb and use all those stupid, resistance inducing phrases on your telesales call, like, “If I could show you a way to _____, you would, wouldn’t you?” The only thing you’re looking for is permission to continue the conversation.

10. Again don’t be dumb. When cold call prospecting, don’t start with things like, “I was just calling people in your area…” Like that really makes a person feel important. People want to feel like you’re the only one you’re calling (even if they know it’s not) and not just one of a bunch of people pulled off a list of names.

11. Use continuation words when opening cold prospecting calls: “depending on,” “might,” “maybe,” “perhaps,” and “possibly.” Of the great Canadian work that comes at the end of every phase “Ay”. These are non-threatening words that might bring you something of value, if you ask the right question first. For example, “Depending on what you’re now doing in lead generation, I might have something that could reduce your overall costs and bring in more sales. I’d like to ask you a few questions to see if this is something you’d like more information on.”

12. Have something of value to say on every call. Particularly if you make calls to current clients. Avoid saying “I’m just checking in with you to see if you needed anything,” and, “Just calling to touch base.” These are lame. If after your call they are not able to say they are better off after your call than they were before it, you shouldn’t have made the call. Call with news they’ll have an interest in. Call about ideas you’ve heard from other customers they might be able to take advantage of. One of my printing salesmen called to say he “just came back from a trade show and saw something interesting, and thought I could benefit from it. They know that in actually every time you call you’re looking for an order. So give back something of equal value.

Larson Notes & Satire:  If I can say anything here it is don’t be a time waister. Each call needs to have value. Telemarketing is not the phone call it is the message of increased value to them. Remember WII-FM, What’s In It For Me

Our Next Blog: INTEREST-CREATING OPENING STATEMENTS


Howard Larson
Larson & Associates
Target Marketing & Telesales Professionals for new account acquisition
Making good businesses great and great businesses even better
847-991-1294
howard@larsonassociates.ws
http://www.larsonassociates.ws
http://larsonassociates.blogspot.com
http://www.facebook.com/LarsonAndAssociatesFans
http://www.linkedin.com/in/larsonassociates

https://twitter.com/LarsonAssociate

P.S. We make telesales for small business affordable by offering programs down to only 15 hours a week. Maybe you could add telesales into your marketing mix call today and find out.

Telemarketing: BEFORE REACHING THE DECISION MAKER

4. When you call in remember to treat the screener, gate keeper, receptionist as you would the customer. This person determines whether or not you’ll even have a chance to speak with the person you want to talk to.

5. As you talk you need to be gathering as much information as you can from whomever you are able, talking to anyone and everyone as you make your way through the phone web prior to speaking with your target prospect. The prospect does not want to be bored out of their minds when they have to answer your basic qualifying questions.

6. Before you pick up the phone if you did not do this in the last section, think of a good reason for needing to speak with the decision maker, and be prepared to sell this to the gate keeper. All they are going to care about is:
“Does this person have anything of interest or of value for my boss or are they just a waste of time?”

7. If leaving a message on voice mail, or with the gate keeper, be certain it offers a hint of the benefit or result you can bring to the table that sparks curiosity, but doesn’t get into the specifics about your product of service which could cause them to prejudge your offering

Larson Notes & Satire:  Every part of the process needs to be thought out like a choreography plans out a dance. Each movement, each step needs to be thought out. Telemarketing is not just picking up the phone it is a true art form when done right.

Our Next Blog: INTEREST-CREATING OPENING STATEMENTS


Howard Larson
Larson & Associates
Target Marketing & Telesales Professionals for new account acquisition
Making good businesses great and great businesses even better
847-991-1294
howard@larsonassociates.ws
http://www.larsonassociates.ws
http://larsonassociates.blogspot.com
http://www.facebook.com/LarsonAndAssociatesFans
http://www.linkedin.com/in/larsonassociates

https://twitter.com/LarsonAssociate

P.S. We make telesales for small business affordable by offering programs down to only 15 hours a week. Maybe you could add telesales into your marketing mix call today and find out.

Telemarketing: PRE-CALL PLANNING

Telemarketing, telesales, teleprospecting, inside sales, cold calling whatever you want to call it the professional use of the phone in sales is a process, not a goofy technique or gimmick. I started pounding the phones back in the 80’s and quite successfully I might say. So well that in 1999 I made my entire company become a telemarketing company for small businesses that needed lead generation help.

So not over the next few days I am going to take you through every part of teleprospecting, telemarketing and cold call, in order, giving tips that that have worked for me so you can help yourself right now. If you choose to go down the telemarketing path of sales.

PRE-CALL PLANNING

1. What is the primary objective for this and every telemarketing call made. “What do I want them to DO as a result of this call, and what do I want to do?” Appointment, invitation to an event? Order or sale? And then, this being telemarketing have a plan B for success which I always say is “to become a person they remember as a nice guy.” I will call again so I want them to remember good things about the experience on the phone with me.

2. Prepare questions for your telesales call using your call objective(s). Ask yourself, “How can I explain to them why it is their best interest to take this action as a result of asking questions, as opposed to talking them to death?” Remember, people believe more of their ideas than yours and they will either purchase for the pleasure of gain or fear of pain

3. As for Plan B (see above) you need a secondary objective for each telephone sales call you make. You need something you’ll accomplish, at a very minimum, every time. Make it easy like picking something you’ll have a very good chance to succeed, like, “Getting them to say yes to accepting my literature and becoming their ‘Backup Vendor’ This way, you can enjoy success on every call you place, and if you do any kind of cold call volume it is so important to have a good feeling.

Larson Notes & Satire:  Telemarketing or telepropecting is not just picking up the phone and making calls. Like any sales call you need to plan it and know where you want to go and achieve.

Our Next Blog: BEFORE REACHING THE DECISION MAKER

Howard Larson

Larson & Associates

Target Marketing & Telesales Professionals for new account acquisition

Making good businesses great and great businesses even better

847-991-1294

howard@larsonassociates.ws

http://www.larsonassociates.ws

http://larsonassociates.blogspot.com

http://www.facebook.com/LarsonAndAssociatesFans

http://www.linkedin.com/in/larsonassociates

https://twitter.com/LarsonAssociate

P.S. We make telesales for small business affordable by offering programs down to only 15 hours a week. Maybe you could add telesales into your marketing mix call today and find out.